African bank doesnt listen to client complaints

After laying a telephonic complaint about a branch having 7 cliewnts and only one consultant, I now receive a funeral policy instead of a complaint resolution document. 8 min on the call to the consultants at customer care I now need to be transferred to a manager as the staff member refuses to help me with retrieving the correct document and giving me feedback on my initial complaint. Why should it take all my time and data to call an inefficient customer care centre ? Why have they sent me funeral policies ? Its not what I asked for.